Perkins & Marie Callender's, LLC.

Bad Customer service. Receptionist promise to return my call and never did. I had been waiting almost 2 months for a resolution.Bad Customer service. Receptionist promise to return my call and never did. I had been waiting almost 2 months for a resolution. When I called the receptionist told me she was new and when the person training her returned she would call me back. A week went by and she never called so I called back myself. The receptionist told me I had to go through the customer service number and I explained to her that I had and that I'd been waiting over a 6 weeks and never got a response and that I was told last week that someone would call me back. She then Identified herself as the one who made the promise but said her manager told her not to call me. I asked to speak to her manager to find out why and the receptionist became irate and wouldn't let me speak. She cut me off every time I attempted to speak and begin yelling at me. She then said that she was going to put me on hold until I learned my lesson and calmed down. She put me on hold and never came back. I called back and asked for an executive or her manager she refused and hung up on me several times. I called back and she claimed that all of the executives were in a meeting. I asked to be transferred to their voicemail so that I could leave a message. She refused and said that wasn't going to happen and told me to stop calling because she had more important customers on the other line then she hung up on me again. I tried calling again and she told me to never call back and hung up on me. I would like to speak to an executive thats over her and her manager to resolve this issue.Desired SettlementTo speak with an executive that is over customer service, the receptionist and her managerBusiness Response

On March 28, 2015 at 12 noon, my family visited Perkins for lunch. It was busy that day. We waited for about 20 minutes. When the host escorted us to the table I requested a sling. My son is 2 months old, so his father carried him in his car seat. The host flipped over a high chair and placed my son in it. I have never seen this done before, she stated they do not have slings, this is how they do it. I am not sure of the host name, she look young maybe early 20's, [redacted] with long weave. My waiter name was [redacted] he was a decent waiter, however, when he was placing the food on our table, he knocked over my ice water and it fell on my son. He, then bump into the carrier causing the carrier to fall. Before my son hit the ground, I caught him. I was very heated. [redacted] ran out and went to get the manager. The manager, [redacted] kept asking did I need a towel, I did not even respond. My son was hysterically crying and soaking wet, YES! I need a towel. [redacted] asked if my son was okay, I told her,"My son is wet and cold no, he is not okay." [redacted] bagged our food to go and we left. [redacted] never came back to apologize nor did the host. My son is now sick with a cold. It was hailing in Memphis that day. My son had to leave with his blankets infused with water as well as his clothing. I have contacted Perkins Guest Services 7 times, they keep saying they are going to call back. I have not received a apology nor a phone call. [redacted] was very cocky as if, nothing will be done about the incident because my son was not injured.Desired SettlementI want an apology from the staff involved. I would like the staff to invest into slings or retrain the staff. This could have been a very deathly incident. My son has acid reflux and this cold is causing his reflux to get severe. My son had to go his pediatrician about his coughing, running nose and sneezing. My son had to leave Perkins cold and wet. I would like an replacement meal, so my family and I can enjoy a meal without my son having ice water knocked on him or being bumped into.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]Good Day,The Perkins location where incident occured is a Franchised owned location. 2 guests with different names called in a comment, both guests were contacted and apologized to, also the guest was comped their food and offered a towel at time of accident. Taped coverage shows that server had many people around table and it did show as an accident, guest was changing baby at the time into dry closes. I am sending printed claims back to you to show you resolution, including the 2 guest names with same address that both called in on the same day. I will put in the mail by tomorrow morning.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)They never apologized to me. That's a lie. No one called me. Final Business Response The Franchisse feels that the action that was taken was sufficent and does not want to proceed with anymore contact with guests. Video does show that guest was changing baby into dry clothes, manager did apologize when offering her a towel, meal was comped, records of 3 different claims in our system shows 2 different guests with different names placed calls to our guest service line, both claims shows contact to both guests. Franchisee considers this case closed.